AccountId: 011433970860
ContactId: 856068cf-537b-48ae-a85b-e8d7bcc4c22c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 269679 ms
Total Talk Time (AGENT): 56851 ms
Total Talk Time (CUSTOMER): 87422 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/856068cf-537b-48ae-a85b-e8d7bcc4c22c_20250604T17:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Firstly, my name is [PII]. I'm calling from provider office and I'm looking for uh like claim status. Can you please help?
[AGENT][NEUTRAL] Yes, I can help with claim status, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the policy number of the patient?
[CUSTOMER][NEUTRAL] It is 949-976.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII] and the birth date [PII].
[AGENT][NEUTRAL] And what was the date of service and bill charges?
[CUSTOMER][NEUTRAL] It is [PII], and so the charge amount, it is $17,790 even.
[AGENT][NEUTRAL] Uh, claim was received on 113-2025.
[AGENT][NEUTRAL] Processed 114 2025.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Claim number?
[AGENT][NEUTRAL] Pin number [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEGATIVE] And it was denied as services rendered after coverage was terminated.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So you say claim denied uh like due to coverage amenity?
[AGENT][NEUTRAL] Yes, Terminated [PII].
[CUSTOMER][NEUTRAL] OK, and uh like patient active form and
[AGENT][NEUTRAL] Uh, they don't have any active policies.
[CUSTOMER][NEUTRAL] OK, so, whenabulation date [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, I'm checking here, uh,
[CUSTOMER][NEUTRAL] Can you also like fax the like uh
[CUSTOMER][NEUTRAL] Then I'll you.
[AGENT][NEUTRAL] Yes, what's your fax?
[CUSTOMER][NEUTRAL] OK, so the fax number is, give me 2 seconds.
[CUSTOMER][NEUTRAL] OK, let me check whether we have EOB or not.
[CUSTOMER][NEUTRAL] OK, for the claim number.
[CUSTOMER][NEUTRAL] OK. So this one, I think we don't have um.
[CUSTOMER][NEUTRAL] OK, I'm giving you the fax number.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] 57
[AGENT][NEUTRAL] OK, it was [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'll get that faxed over. It just takes a few minutes.
[AGENT][NEUTRAL] Is there anything else I can help with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I think that's all from my side. And can you also give me call reference number?
[AGENT][NEUTRAL] A call reference number is my name, [PII]. First initial to last name is [PII] as [PII], and today's date.
[CUSTOMER][POSITIVE] OK, and I think that's all from my side and thank you so much for assisting me.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you. Bye-bye.